eMerchantPay incident

emerchantpay - Genesis Gateway - Outage

Critical Resolved View vendor source →

eMerchantPay experienced a critical incident on June 5, 2020 affecting Genesis - admin console (PRODUCTION) and Genesis - merchant console (PRODUCTION) and 1 more component, lasting 31m. The incident has been resolved; the full update timeline is below.

Started
Jun 05, 2020, 10:09 AM UTC
Resolved
Jun 05, 2020, 10:41 AM UTC
Duration
31m
Detected by Pingoru
Jun 05, 2020, 10:09 AM UTC

Affected components

Genesis - admin console (PRODUCTION)Genesis - merchant console (PRODUCTION)Genesis - web payment form (PRODUCTION)Genesis - API (PRODUCTION)

Update timeline

  1. investigating Jun 05, 2020, 10:09 AM UTC

    Dear Partner, Please kindly note that we are experiencing an outage with our gateway, which root cause is currently being investigated. We will keep you updated on an ongoing basis, and inform you once the issue is resolved. If you need further assistance or information, do not hesitate to contact us at [email protected]. Kind Regards, emerchantpay Tech Support

  2. identified Jun 05, 2020, 10:25 AM UTC

    Dear Partner, We have identified that the issue is coming from the E-ComProcessing acquirer. We have already contacted them and they are working on a resolution. Once we receive an update, we will let you know. Kind regards, emerchantpay Tech Support

  3. resolved Jun 05, 2020, 10:41 AM UTC

    Dear Partner, We have been notified that the E-ComProcessing acquirer successfully identified and resolved the issue. There was no financial impact for your customers and you can try re-submitting the transactions. Please accept our apologies for the caused inconvenience. Kind regards, emerchantpay Tech Support